Service Management Consultant / Architect – Sc Cleared – Outside Ir35

Service Management Consultant / Architect – Sc Cleared – Outside Ir35

Posted 2 weeks ago by 1752643495

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Negotiable
Outside
Undetermined
London
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Information Technology Infrastructure Library IT Service Management JIRA Management Management Consulting Organisational Change ServiceNow Stakeholder Engagement Stakeholder Management

Summary: The ITIL Service Management Consultant / Service Architect is responsible for designing, implementing, and enhancing IT service management capabilities in accordance with the ITIL 4 framework. This role focuses on ensuring that services are scalable and aligned with business needs through a product-centric model. The consultant will engage with stakeholders to assess and improve ITIL-aligned practices while supporting the continual improvement of ITSM tooling. The position requires strong knowledge of ITIL and experience in service management capabilities.

Key Responsibilities:

  • Design and architect an end-to-end IT service operating model, enabling a product-centric organisation.
  • Consult with stakeholders to assess, improve, and implement ITIL-aligned practices.
  • Conduct maturity assessments and gap analyses against ITIL practices and define roadmaps for improvement.
  • Advise on metrics and reporting to measure service performance, customer satisfaction, and compliance.
  • Support the continual improvement of ITSM tooling (e.g. ServiceNow) in line with ITIL best practices.
  • Support organisational change and user adoption through stakeholder engagement and communication.

Key Skills:

  • Strong knowledge of ITIL v4 (or v3) with relevant certification(s)
  • Proven experience in designing or improving service management capabilities
  • Solid understanding of ITSM tooling (e.g. ServiceNow, Remedy, Jira Service Management)
  • Experience working with product teams
  • Strong documentation, communication, and stakeholder engagement skills
  • Ability to create operating models, service designs, process flows, and governance structures

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Role Title: ITIL Service Management Consultant / Service Architect

Role Purpose:
To design, implement, and improve IT service management capabilities aligned with the ITIL 4 framework, ensuring services are fit-for-purpose, scalable, and aligned with business needs (Product-centric model).

Key Responsibilities (subject to change – dependent on client requirements / priorities):

  • Design and architect an end-to-end IT service operating model, enabling a product-centric organisation.
  • Consult with stakeholders to assess, improve, and implement ITIL-aligned practices.
  • Conduct maturity assessments and gap analyses against ITIL practices and define roadmaps for improvement.
  • Advise on metrics and reporting to measure service performance, customer satisfaction, and compliance.
  • Support the continual improvement of ITSM tooling (e.g. ServiceNow) in line with ITIL best practices.
  • Support organisational change and user adoption through stakeholder engagement and communication.

Required Skills & Experience:

  • Strong knowledge of ITIL v4 (or v3) with relevant certification(s)
  • Proven experience in designing or improving service management capabilities
  • Solid understanding of ITSM tooling (e.g. ServiceNow, Remedy, Jira Service Management)
  • Experience working with product teams
  • Strong documentation, communication, and stakeholder engagement skills
  • Ability to create operating models, service designs, process flows, and governance structures
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